February - October 2023
Exploring systems and personnel challenges in a leading housing finance firm
Facing challenges with their CRM system, we conducted research and provided recommendations for improved efficiency and user satisfaction
Frustrated by slow response times, data integration issues, and unreliable support, Sales, Credit, and Customer Service departments across organizations struggled with a subpar Microsoft D365 experience. Recognising this, Microsoft launched a 3-month UX research project to assess D365 user adoption and identify additional challenges.
As part of a cross-functional team, I played a key role in crafting interview questions, conducting user immersions (firsthand observations), and analysing user interactions with the Housing Finance and CRM portal functions. Through data analysis and collaboration with the technology team, we proposed solutions aimed at improving user experience and streamlining processes.
Platform
Android , iOS & PWA
Timeline
February - October 2023
Role
UI / UX designer & researcher
My role
As a UX researcher on a 3-month project with the Experience, Technology, and CRM Portal teams, I crafted interview questions, conducted user immersions, and studied the Housing Finance process and CRM portal interaction. My role included data sorting and compilation, leading to proposed solutions in collaboration with the technology team to enhance user experience and streamline processes.
Research group
Research methodology
Key issues identified after immersions
Credit team
In conducting a disruption scan and heuristic analysis of 8 applications, we evaluated dealers' experiences, identifying strengths and weaknesses. These insights guided the development of our design system, drawing inspiration from successful elements and addressing shortcomings to create an unparalleled dealer portal.
Customer service
Proposed solution
We initiated design sprints to foster cross-departmental collaboration, involving Product Designers, UX designers, researchers, business leaders from diverse verticals, and Creatives who contributed innovative ideas. The goal of these sprints is to unite teams towards a common objective: enhancing our consumer experience by addressing our users' current challenges.
